Complaints Procedure

Our Commitment

At MacBridge, we are committed to providing a high-quality service to all our clients. If something goes wrong, we need you to tell us about it so we can try to put things right.

How to Make a Complaint

Step 1: Contact Us

If you are unhappy with our service, please contact:

Complaints Handler

Step 2: What Happens Next

We will:

  1. Acknowledge your complaint within 3 working days
  2. Investigate the matter thoroughly
  3. Provide a full response within 8 weeks
  4. Keep you informed throughout the process

Step 3: If You're Still Unhappy

If we cannot resolve your complaint to your satisfaction, you can refer the matter to:

Legal Ombudsman

Time Limits for the Legal Ombudsman:

  • • You must refer your complaint within 6 months of our final response
  • • You must refer your complaint within 6 years from the date of the problem
  • • Or within 3 years of when you should reasonably have known there was cause for complaint

You can also complain directly to our regulator:

Solicitors Regulation Authority (SRA)

Alternative Dispute Resolution

We are not obliged to use an alternative dispute resolution provider to resolve complaints, but we may agree to do so voluntarily.